Transforming Death Claims Handling: How CBUS Super Tackled Super’s Most Challenging Process

#30. Cohosts Neil Benson and Sarah Penn chat with Kerry Vogel, Head of Insurance Claims, Performance and Delivery at CBUS Super.

Today's conversation focuses on how CBUS Super responded to major failings in handling death claims by moving beyond surface fixes and fundamentally redesigning the process.

The central argument: Australian super funds create unnecessary complexity and distress for grieving families by relying on outdated, paperwork-heavy systems, and CBUS has proven it’s possible (and necessary) to remove those frictions even within tight regulatory constraints.

A key theme that emerged was how stripping away non-binding and lapsing nomination options, and instead prioritizing a single, digital-first, non-lapsing binding nomination, can mean faster, simpler outcomes, anchored in clear trust deed rules and tailored to real member behaviours. The discussion explored why simply throwing more staff at claim backlogs doesn’t work and how only deep, systemic change can build genuine trust with members. Several points were raised, including the regulatory grey areas around nominations, the human cost of delays, and the need to make processes as straightforward, and as empathetic, as possible.

Who should listen

Claims and operations leaders in Australian super funds struggling with legacy processes and regulatory pressureProduct or legal professionals considering trust deed reform or digital transformation of member nominationsTrustees and fund executives wary of adopting bold procedural changes post-regulatory action

Guest: Kerry VogelConnect with Kerry Vogel on LinkedInFollow CBUS Super on LinkedInVisit CBUS Super website

HighlightsKerry Vogel emphasizes that death claims are both a crucial responsibility and a complex challenge for superannuation funds, highlighting the emotional weight behind these processes.The podcast reveals how Kerry led efforts at CBUS Super to overhaul the death claims process, aiming to simplify and enhance member understanding of their benefits.A significant point discussed was the need for clarity in binding nominations, as many members mistakenly believe their nominations are more definitive than they are, illustrating a gap in financial literacy.Kerry's approach includes not just streamlining procedures but also ensuring that the claims team maintains empathy, recognizing the human stories behind each claim.The conversation touched on the importance of regulatory compliance while seeking innovative solutions to make the claims process more efficient and user-friendly.Kerry stresses the continuous nature of improvement, suggesting that the claims process will always evolve, reflecting the need to stay responsive to member needs and industry changes.

Chapters00:00 Examining superannuation challenges

04:23 Challenges in Death Claim Processing

10:56 Ensuring valid member nominations

15:01 Dealing with death claim objections